Conflict Management Skills

What your team will learn

• Identify what kind of conflict you're facing, and choose an approach that fits
• Negotiate using interests, options and tools like BATNA and ZOPA
• Build trust and psychological safety so your team can reach consensus
• Mediate complex conflicts and stay resilient under the stress they bring

1. Week1

   Understanding conflict

   1. Session 1
      Introduction to conflict management

      The types and causes of workplace conflict, and what it costs when it goes unmanaged.

   2. Session 2
      Conflict resolution models

      Different ways to approach conflict, including the Thomas-Kilmann Conflict Mode Instrument and principled negotiation.

2. Week2

   Communicating through conflict

   1. Session 3
      Listening with empathy

      Techniques for active listening and showing empathy when a conflict is underway.

   2. Session 4
      Assertiveness

      Stating your needs, setting boundaries and managing a conflict assertively.

3. Weeks3–4

   Negotiation skills

   1. Session 5
      Principles of negotiation

      Understanding the interests, options and standards behind a negotiation.

   2. Session 6
      Negotiation strategies

      BATNA, ZOPA and other techniques for reaching an agreement that works for both sides.

   3. Session 7
      Collaborative problem-solving

      Ways to encourage collaboration and creative ideas during a negotiation.

   4. Session 8
      Consensus building

      Strategies for reaching consensus and making informed decisions as a team.

4. Weeks5–6

   Conflict in teams

   1. Session 9
      How teams work

      How personalities, power and group norms shape conflict on a team.

   2. Session 10
      Resolving team conflict

      Running productive discussions, managing conflict and building a culture of collaboration.

   3. Session 11
      Building trust

      Strategies for trust, transparency and psychological safety among team members.

   4. Session 12
      Resilience

      Techniques for handling stress, emotions and the strain that conflict puts on a team.

5. Week7

   Mediation and case studies

   1. Session 13
      Mediation skills

      Mediation techniques for helping others resolve a complex conflict.

   2. Session 14
      Case studies

      Analyzing real conflict scenarios and applying the skills and strategies from the course.

How the sessions work

• Role-playsPractise conflict management skills in realistic scenarios and simulations.
• Readings and case studiesRecommended articles, books and case studies on managing conflict.
• Discussion forumAn online forum where your team can share experiences and learn from one another.
• Feedback and coachingIndividual feedback and coaching from the trainer to help the skills stick.

Who it's for

• Managers and team leads who settle disagreements on their teams
• Staff who negotiate with vendors, partners or other departments
• Teams that need to make decisions together and keep projects moving